This document discusses the knowledge, skills, and behavior required by HR professionals, organizational and individual learning, training and development, and the contribution of HPW for employee engagement and competitive advantage. It also includes a personal skills audit and professional development plan.
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DEVELOPING INDIVIDUALS, TEAMS AND ORGANISATIONS
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TABLE OF CONTENTS INTRODUCTION...........................................................................................................................3 LO 1.................................................................................................................................................3 Knowledge, skills and behaviour required by HR professionals.................................................3 Personal skills audit and professional development plan............................................................4 LO 2.................................................................................................................................................6 Organisational and individual learning, training and development.............................................6 Continuous learning and professional development....................................................................7 Learning Cycle Theories..............................................................................................................9 LO 3.................................................................................................................................................9 Contribution of HPW for employee engagement and competitive advantage............................9 Benefits of application of HPW.................................................................................................11 LO 4...............................................................................................................................................11 Approaches of performance management.................................................................................11 Culture and commitment support..............................................................................................13 CONCLUSION..............................................................................................................................13 REFERENCES..............................................................................................................................14
INTRODUCTION Growth of an organization in market there are a lot of changes which are coming and empowering the employees is going to come in business to gain opportunities. Human resource is playing a very important role in the market by training and developing the employees so that there is going to be higher performance. Marriott Hotel was established in 1957 and is having its headquarters in Maryland, United Kingdom. The report is going to consist of training and learning which is being given by HR to make the performance of the company improve and performance of HPW for making the organization gain a competitive advantage in the market. LO 1 Knowledge, skills and behaviour required by HR professionals There needs to be a strong understanding of the personal skills and knowledge of the employees of the organization so that there is going to be healthier working environment which would be present for the company. Knowledge It is important for the organization to have the right employees so that the operations and performance of the organization can be improved and developed in the market. There are right strategies and methods which the organization can use so that the expectations of the customers can also be achieved by the organization (Hirt and et.al., 2017). Skills Decision making There are a lot of decisions which human resource department is taking so that the company can have higher performance. Human resource is the bridge between the management and employees and this base needs to be strong. Communication There has to be well maintained communication in the company so that there is going to be higher sense of direction which is going to make the organization have higher performance. Training and development Employees have to be provided with good training from time to time because Marriott hotel is getting in a lot of changes which needs to be included by the organization which would make the performance of the company improve (Rupčić, 2020). There is a lot of information as well which needs to reach the customers so that there is going to be higher performance. 3
Behaviour Behaviour of all the individuals differ from one another which needs to be understood and improved so that there is going to be effective functioning. There has to be good discipline which needs to be present by human resource so that there is going to be strong performance which would be present (Pandey, Gupta and Gupta, 2019). The employees have to be provided with the right treatment and policies so that they will be able to give in their personal best in the organization. Benefits and rewards are given to the employees of Marriott hotel so that they continue to keep giving in their personal best. Job advertisement It is important for Marriott hotel to get in the right employees so that there is going to be well maintained reputation and standard for the organization which is going to be present. There is going to be effective transparency as well which the company is going to have in the market and employees will give in their best as well. Personal skills audit and professional development plan It is very important to know the strengths and weaknesses of oneself so that there is going to be improvement which they can do for themselves (Elizabeth, 2018). The further report is going to analyse the skills and tools which can be used in order to be able to achieve the targets and goals which the individuals are having in the market. Strengths My strength is that I understand the behaviour of the employees very well by using the right strategy. There is improvement in developed skills like innovation, interpersonal skills and influence. The current trends and technological knowledge is present in me which am a great advantage for the organizations as well. Weaknesses I do not have the right skills to be able to motivate the others which is going to make the productivity level get affected. Lack of experience is also going to be present which is required in employees so that there is going to be higher performance and higher portfolio as well. Thereisgoingtobeinefficiencywhichisgoingtobepresentintrainingand 4
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development as well because there is a lack of consulting skills as well. Development Plan Skills to develop ActivitiesResources neededTime interval Evaluation Team workTherehastobe good coordination which needs to be learntsothat there is going to behigher performance which is going to be present. Tohavehigher performanceand functioninginthe organization there is arequirementof decisionmakingin thegroupsothat there is going to be higher results. 3 weeksIn the 3 weeks time I willusemore productive resources to be able to achieve this skill and target whichIhave developedfor getting teamwork. InnovationI will be able to interact with more people by reading morebooksand gainmore knowledgeas wellas information about alotoftopics (Groegerand Schweitzer, 2020). Through the medium of internet there is a lot of learning which is going to be present inmyselfwhich wouldbeagreat factor. 6 weeksThisisavery importantskill which I can develop in 6 weeks which is goingtohelpme developinthe marketeffectively and efficiently. Time management The tasks for each daywouldbe scheduledand dividedinto smallertasksso thatthereare Good plan action and schedule needs to be present in front of the team so that there is goingtobehigher performanceand 4 weeksI will be able to have perfectionin managing time in the 4weeksIwillbe givingtomyself which is going to be 5
goingtobe effective measuresand performance which would help thetaskstobe completedon time. functioningwhich would be present. very good for a long run. LO 2 Organisational and individual learning, training and development In order to encourage and facilitated overall organisational development and improvement in the business performance, there are some key terms that need to be understood very clearly and properly so that better development can take place. Organisational learninghere indicates the advancement of entire organisation collectively where focus is on achievement of organisational objectives and growth which can be done only when every component of the organisation fosters (Afsar, Shahjehan and Shah, 2018). Marriott Hotel regularly focuses on skill development and training sessions for employees and staff upgrading themselves collectively which helps the staff as well as the managers in keeping up with the trends and preferences of the customers. Additionally, organisational learning also focuses on upliftment of each other where by helping each other and doing what one does best; Marriott Hotel is able to create competitive advantage in the hospitality industry specifically. Individual learningon the other indicates the individual goals and objectives that every individual working in an organisation has. Every employee working in the hotel has their own timelines and career path goals that they have developed where they work in accordance with those timelines and objectives (Chidiac, 2018). In order to achieve them, an individual regularly upgrades and develops themselves, striving to get better and advanced. This is individual learning where rather than focusing on organisational profits and objectives, employees focusing on understanding and expanding their own position or career. However, this also improves their efficiency in the tasks that they are completing and this in a roundabout sense benefits company i.e. Marriott Hotel only by increasing their quality. 6
Trainingof employees refers to the short activities or procedures with fixed time limits where employees are generally trained with the objective of making them capable of meeting the current demands and keeping them up to date regarding the latest development that have taken place in the industry. Hosting workshops, making an employee familiar with the job role that they are required to perform and teaching them the necessary skills are some of the important aspects which are included in the training at Marriott Hotel (Maduka and et.al., 2018). This is implicated on an organisation level mostly i.e. management of an organisation engages in training procedures for its employees. Developmenton the other hand signifies individual development that an employee as a person engages in for himself. It is a common process where the development is continuous rather than being segregated to a particular timeline. Here focus is on development of overall personality and performance rather than being target based or for an individual objective. At Marriott Hotel, development basically refers to the regular moulding of the employees to learn and adapt with advanced knowledge systems and also create competent employees who are excellent in their work ethics. Continuous learning and professional development The termcontinuous developmentbasically indicates a non- stop process where in every moment, individual aims towards learning something new, acquiring new skills or expertise etc. (Ogbonnaya and Valizade, 2018). The main aspect behind continuous development is every aspect is regularly recorded and then evaluated which helps in clearly analysing how much an individual has gained and what are the areas in which they need to develop more in future. Marriott Hotel involves a very detailed and integrated process of CPD where the benefits of its implementation are immense and helps in generating a lot of benefits. Some of the major reasons behind implementation of CPD in Marriott Hotel can be detailed in following manner: CompetitiveEdge:EngaginginCPDcontributesimmenselyinthecompetitive development of the company where they are able to serve with that efficiency level and quality which they competing organisations lack. Since CPD is a continuous process in Marriott, it not only develops employees themselves but it also helps the organisation in creating a distinguished customer experience which fosters brand equity in the market (Pepper, 2020). It also benefits the entire work culture and the diversity amongst the employees as they regularly interact and develop in their own fields and overall. The 7
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stronganddevelopedemployeebasehelpshotelingainingimmenseprofitsand recognition and this is the prime reason Marriott has been able to create coveted goodwill in the hospitality industry worldwide. Work Environment: When CPD is implemented in the organisations, the work culture and policies regularly get improved and modified accordingly. Due to this, all the work processes implemented in the Marriott is regularly evaluated which indicates that what those processes are that have become redundant. This indicates the unnecessary wastage of the resources which are then removed due to their uselessness (Safavi and Karatepe, 2018). Since Marriott does this regularly, it automatically optimises their entire systems which helps them in gaining maximum advantage of the resources usage and increase the capabilities of hotel. Apart from the obvious monetary benefits, this also creates a positive integration amongst the employees where they collectively help each other which improve work culture and cohesion thus helping Marriott in catering to the requirements of customers exceptionally. Skill Gap: In the hospitality industry, skill gap in the employees is most common problem that creates inefficiency and degrades work quality immensely. This is also an unavoidable aspect because it is very difficult to hire perfectly skilled employees without making recruitment a costly affair. In Marriott however, this problem is completely resolved due to the integration of CPD method. Rather than spending excessively on trainedandexperiencedemployees,theyengageinonthejobtrainingandskill development sessions where employees who are experienced and excellent in their job area teach those employees who are unskilled (Yap and Toh, 2019). This not only avoids any external party interference but the employee is also able to gain experience which also fosters employee retention and loyalty. This is the most beneficial reason due to which CPD method is used cohesively in Marriott hotel. Flexibility: Often it is seen that employees resist to the change that is being introduced because of the fear and risks that it presents and the extra efforts that employees will have to take to learn something new and step out of their comfort zone. However in Marriott, due to the implementation of CPD this problem is integrated at a minimalistic level i.e. here due to constant changes and upgrading in the methods, employees are completely flexible and adaptive to the change process. This not only removes a major obstacle from 8
the management’s path but it also creates an advantageous situation where rather than adjusting and adapting to the new trends, Marriott is able to exploit the opportunities that it presents early in the industry. Therefore, these indicate the different contributing factors that the implementation of CPD creates towards sustainability in the performance and gaining competitive advantages for Marriott Hotel. Learning Cycle Theories There are a variety of learning cycle theories that can be implemented in Marriott Hotel such as Kolb’s Learning theory which emphasises that there are four key stages Concrete Experience, Reflective Observation, Abstract Conceptualisation and Active experimentation. In first stage, employees at Marriott Hotel indulge in developing an experience or gaining it. Then in the second stage, the experience is reflected upon so that relevant learning can be developed as is the purpose of stage 3. The last stage is of active experimentation where the learning developed is clearly explained and implemented so that future transactions and potential experiences can be optimised. LO 3 Contribution of HPW for employee engagement and competitive advantage The termHigh Performance Workingindicates that approach adopted by management where the major area of focus is on increasing the engagement and integration of employees with the productivity and performance that they have towards the organisational goals and objectives (Chujfi and Meinel, 2017). Under the HPW method, maximum resource utilisation takes place in order to meet the multiple problems that arise in the organisation on a day to day basis. In Marriott, since it operates in hospitality industry, some very common barriers such as increased employee absenteeism, lack of employee engagement and motivation, do not present any major consequences just because of the fact that the HPW practices are implemented. The contribution of HPW in these areas of concern can be mapped in detail in following manner: Leader’sPositiveOutlook:BytheimplementationofHPWpractices,itbecomes instrumental for a leader to maintain not just positive outlook but also support and encourage the employees whenever the need for it arises. The leaders rather than dictating or teaching rules to the employees like a student, focus on them understanding the consequence of their every decision and action. In Marriott, this not only motivates the employee to 9
perform better and excel in their fields but it also makes them realise that how important their role or position is in the hotel and its functioning (Malmelin and Virta, 2017). The productivity also increases consecutively in employees where they try to achieve beyond the targets that have been set for them thus creating excellent services and ambience at Marriott Hotel for its customers. Excellent Communication: Communication is a key element and it facilitates not just implementation of policies and procedures in every organisation but it also integrates employees making them clearly understand what is expected from them and how the set goals or targets are to be achieved. Marriott hotel uses the communication rigorously where things and steps are emphasized repeatedly rather than communicating it once. This avoids potential chances of clash amongst employees and also minimises the chances that resources might get wasted or mis- utilised in a company. Overall, a positive work environment and behaviour is fostered in the Marriott which resonates in the stress free, positive ambience maintained by employees and services that are given to its customers (Mazzei, Flynn and Haynie, 2016). Hence, employee is not just motivated but also satisfied in the work culture that they are working. Exchanging common goals: High Performance Working method integrates organisational goals over individual goals and their achievement where emphasis is laid on the team integrityand cohesiveness amongstemployeesmakingthem understand the common objectivesthattheyshare.Italsobolstersthathowtheachievementofthesewill automatically lead to the fulfilment of the personal aims that individual employees have planned for themselves. For Marriott Hotel, this helps them in improving the services that they provide and also facilitates the achievement of better and increased targets and profit sharing without any compromise in the mission and vision that they have developed to serve with quality (Cartwright, 2017). Finally, this is returned back in small proportions to their employees who worked dedicatedly and hence the cycle gets completed where employees get rewarded proportionately for the efforts that they put in. Evaluations and reviews: Although this is last feature of HPW yet the significance that it has in the efficiency of the company is imminent. In Marriott Hotel, the managers regularly measure and monitor the engagement level and enthusiasm of employees where they check how employees are performing, what are the grievances that are shared by them, what 10
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accordingtothemneedstobeimprovedorworkeduponetc.Thishelpsthemin understanding the thought process of employees so that they are able to work increasingly productively and contribute in the best way possible. Also taking regular feedbacks and reviews indicates the management regarding the modifications that need to be made and when these are done or implemented in Hotel, employees understand the importance that their concerns and opinions have for the management (Obeidat, Mitchell and Bray, 2016). This is the ultimate booster in employee motivation and their engagement level making them excited for their job roles. Benefits of application of HPW There are numerous advantages that arise in the implementation of the HPW practices in the organisation and these can be further detailed in following context for Marriott Hotel: Better understanding of the deviations in the company and its operations. The documentation and the compliance in Marriott Hotel as compared to other because of the implementation of the HPW practices. ThecustomerrelationsoftheHotelgetimprovedsimultaneouslybecauseofthe increased employee efficiency and services that have been given by Marriott Hotel. The continuous improvement practices that are integrated under the Marriott Hotel further increase the chances of revenue generation for the hotel. LO 4 Approaches of performance management Performance managementis the ultimate constituent of the aim to facilitate the higher performance culture and along with this commitment of the employees towards the organisation objectives as well. It increases in a synchronised manner the productivity and performance of the organisation at the organisational as well as individual level. Here, emphasis is on distributing the funds of the organisation in a properly distributed manner where the objective with which theyarebeingimplementedinachievedultimately(Cookandet.al.,2017).Different performance management techniques implemented in Marriott Hotel can be discussed as: Collaborative Working: The concept of collaborative working focuses on the integration amongst the employees where they are encouraged to work collectively with each other helping everyone to perform excellently in the job role that has been assigned to them respectively. Marriott Hotel, for example, regularly puts employees in group activities 11
and tasks where every employee has to work individually as well as together in order to achieve the targets that have been set. Additionally, by putting in team, employees also have to compete against each other in team and this motivates them to win against other team members (Pittino and et.al., 2016). Overall, it improves the commitment level of the employees and their skill level which helps them in working collaboratively in the situation of crisis resulting in enhanced productivity and results. Rewards and Incentives: The practice of rewards and monetary or non- monetary benefitsforemployeesactsasthebestmeasureofmaintainingandmeasuring performance of employees. At Marriott hotel, the management of the hotel identifies and rewards the best performers in the hotel and not just appraise their salary but also recognises their work, gives trip vouchers, discounts, benefits etc. Other employees get motivated trying to work harder in order to achieve the benefits that have been awarded tothestaremployeesthusincreasingtheirperformance(Yuandet.al.,2015). Consecutively, the management also identifies the non- performers of the hotel where the most inefficient employees are identified and then the reason behind this is identified so that they can be either trained in the areas they are lacking or if extremely inefficient, then they also must be removed. This helps in implementing resources in an optimum manner developing highly efficient and rewarding workforce in the hotel. 360 degree feedback mechanisms: The technique of 360 degree mechanism mixes the opinion and thought process of employees and their feeling along with the practices and policies that are implemented in company. Marriott Hotel takes the feedback and reviews of the employees regularly regarding the work practices and the challenges or problems that they are facing (Yang and et.al., 2015). It also helps in understanding that what are the good attributes in their hotel and the redundant ones which needs to be removed. Managers at Marriott in return aim to integrate their feedbacks in the practices by improving them and addressing their concerns so that the practices can be optimised accordinglyresultinginmaximumreturns.Thisencouragesthecultureofhigh performance where every employee works in their best capacity and results where using the measures and reviews management is able to complete a full circle in Marriott Hotel. 12
Culture and commitment support ThegoalsandfeedbackoftheMarriottHotelleadershelpinincreasingthehigh performance induced culture and practices that lead to better practices and also increases the cultural support that organisations have. Further the trust and accountability of the employees increase which increases transparency and hence people are more satisfied with the services given in the organisation. CONCLUSION The analysis done in the report above helps in concluding that Marriott Hotel has worked immensely on the improvement of the employee performance and engagement level. Initially, individual analysis was done in the report where it was identified that what are the strengths and weaknesses that need to be developed for the desired job role. Further, differences between multiple terms were evaluated and the concept of continuous learning was also analysed in context of Marriott Hotel. The contribution of HPW towards employee integration in Marriott was identified and lastly, the variety of approaches that can be adopted towards performance management was discussed with examples and references accordingly. 13
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